Presentation for #TFT12: How to Put the KM Into ITSM. Why is knowledge management important (KM)? Why is it a part of everything we do in ITSM, but it's the last thing we want to turn our time and efforts to? Aprill Allen of knowledgebird.com tells you how KM can improve your operations and gives practical help on how to write a good knowledge base article and keep the troops motivated. See Aprill's TFT speaker Pinterest board: http://pinterest.com/servicedesk/aprill-allen/

1. How to Put the KM
Into ITSM
Aprill allen

2. How to Put the
KM Into ITSM
Aprill Allen
Twitter: @aprillallen
aprill@knowledgebird.com
Knowledgebird.com @aprillallen

3. Knowledgebird.com @aprillallen

4. By Ecoagriculture Partners on Flickr

5. Why?
o Ageing population o Resolution times are quicker
o Lower on-call costs o Lower stress = lower
turnover
o Less time required for
training o Mobile & remote workforce
o Opportunity for innovation o It’s empowering
& improvement o Reduce effort wasted on
re-work.
Knowledgebird.com @aprillallen

6. Why?
Because any funny story you have from
your IT career could have been resolved
by an adequate knowledge base.
Knowledgebird.com @aprillallen

7. Knowledge
Management &
ITSM
Knowledgebird.com @aprillallen

8. Who is your audience?
Assign oversight to a role
Decide on relevant
category labels
Image from http://www.procolour.com.au

9. Image from http://chrisnierhaus.com

10. Fundamental
processes and
company information.
Commonly occurring
issues/processes.
FAQs.
Other processes.
Trivial-but-useful.
Knowledgebird.com @aprillallen

11. Writing
for your
knowledge base
Knowledgebird.com @aprillallen

12. Golden Rules
1. Be clear & concise
2. Beware the curse of
knowledge.
Knowledgebird.com @aprillallen

13. Follow up
Tailor your
language
Knowledgebird.com @aprillallen

14. Categories and
tags
Knowledgebird.com @aprillallen

15. Formatting
Stick to one style of font, in black and opt for
one other colour to highlight important
points.
Blockquote a command list to set it apart
from informational text.
Don’t just cut and paste haphazardly. Invest
the time to reformat it.
Knowledgebird.com @aprillallen

16. From the KCS Practices Guide 5.2
www.serviceinnovation.org
Knowledgebird.com @aprillallen

17. Knowledgebird.com @aprillallen

18. Knowledge
management =
empowerment
Knowledgebird.com @aprillallen

19. Image from http://fatlossquickie.com

20. Stem cells from http://www.topnews.in

21. Small steps
Simple language
Bribery
Knowledgebird.com
Knowledgebird.com @aprillallen

22. Questions?
Knowledgebird.com
Knowledgebird.com @aprillallen

23. WITH THANKS TO OUR SPONSOR
bmc FOOTPRINTS
#TFT returns may 2013